Employee/Customer Onboarding, Training and Enablement

Should I replace my Sharepoint Knowledge Base with ScreenSteps?

Greg DeVore - Jul 31, 2020 9:17:07 AM

We talk to a lot of people who are currently using SharePoint in their organization for their knowledge base management - but they aren't quite getting the results they would like. The typical things we hear are:

  1. No one uses the knowledge base
  2. When employees search SharePoint they can't find the information they need
  3. A lot of information in SharePoint is outdated and it is hard to keep it up to date
  4. Even when employees find the right information, they often find it easier to just ask their manager what they should do instead of reading through what are often dense documents in SharePoint

What managers are really feeling is frustration that they have all this knowledge in SharePoint, but it isn't benefiting their business. Employees are still making mistakes. They are still giving the wrong answers to customers. They are still asking their managers and trainers questions that they should be able to answer on their own.

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What would cause a ScreenSteps implementation to fail at my contact center?

Greg DeVore - Jul 22, 2020 9:30:56 AM

Before deciding to fully commit to ScreenSteps in their contact center, many trainers and directors want to know what could cause their implementation to fail? They have seen the case studies, heard the stories of amazing improvements other contact centers have achieved, and are excited about the potential! But, they are also scared that their ScreenSteps implementation won’t see the same kind of results.

Topics: Call-Center

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Why you should have us load one of your training guides into ScreenSteps for you

Greg DeVore - Jul 17, 2020 11:16:34 AM

If you are looking at ScreenSteps, you aren't just looking for a place to store information. You are hoping to improve how your business runs. Our goal is to help you make the best decision possible for your business with as little headache as possible.

We know that decisions like purchasing a new documentation and training platform happen in stages, and one of the first stages is deciding, "Is it worth my time to build a proof of concept in ScreenSteps?"

After working with many customers, we have found that allowing us to upload 1-3 example procedures for you into a ScreenSteps trial account will help you make a decision about whether or not to continue evaluating ScreenSteps in as little time as possible.

In this article, we will answer some common questions people have about uploading their example content and give you some tips for gathering examples to send to us.

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If I use scripts in ScreenSteps, won't my agents sound robotic?

Greg DeVore - Jul 8, 2020 2:55:01 PM

You're concerned that if you use scripts in your call center then your agents will sound robotic. We get it. In this article, I'm going to discuss the pros and cons of scripts and how to get all of the benefits of providing suggested text (or prompts) without the robotic downside of scripts.

Topics: Call-Center

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Common Questions We Get About Using ScreenSteps with Call Agents

Jonathan DeVore - Jun 29, 2020 11:25:45 PM

If you're about to meet with the ScreenSteps team to discuss using ScreenSteps at your call center, check out the video below to get answers to the most common questions. That way, we can make the most or our time together during our meeting.

Pre-meeting Video

Topics: Call-Center

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Zero Memorization Training Guide for Contact Centers

Jonathan DeVore - Jun 11, 2020 5:00:56 PM
If you are a trainer, manager, or director at a contact center, then this article is probably for you. If you have one of those roles and you need to decrease training time, improve training results, and eliminate agent mistakes then this article is definitely for you.
 
The videos in this article will introduce you to Zero Memorization Training and help you see exactly how you can apply it to your contact center.
 

Video #1: What is Zero Memorization Training?

The video below will give you a quick introduction to Zero Memorization Training and what results you can achieve (hint: decrease your "Time To Proficiency" for new agents by at least 50%).

Topics: Call-Center

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How Can ScreenSteps Help Your Contact Center?

Jonathan DeVore - Jun 3, 2020 3:21:07 PM

If you've just recently heard about ScreenSteps, then you may not be familiar with how it can help your contact center. So, here's an introduction.

Topics: Call-Center

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Five Things to do During Your ScreenSteps Trial

Jonathan DeVore - Jun 1, 2020 10:17:34 AM

During the first five minutes of any software trial, you have to make one decision:

Should I invest more time learning about this software or should I move on to something else?

When you start your ScreenSteps trial, it's no different. You need to decide if ScreenSteps is something you should dedicate more time to learning about and whether you should use it in your organization. To help you make that decision, I recommend starting off doing five things.

5 Things to do during ScreenSteps Trial

 

Topics: Live Training- Training- Documentation

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How is Authoring in ScreenSteps Different than Authoring in Word?

Jonathan DeVore - May 27, 2020 12:14:50 PM

When you begin authoring in ScreenSteps, you'll notice that the editor looks a little different than what you see in Word or Google Docs. In this video, I'll show you the basic ScreenSteps editor and how it will help you create better guides for your employees and your customers.

 

What is Block Authoring

 

 

Topics: Live Training- Training- Documentation

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What Does a Zero-Memorization Knowledge Base Look Like?

Jonathan DeVore - May 22, 2020 2:14:40 PM

You know that you need a great knowledge base to do Zero-Memorization Training, but what does a great knowledge base look like? Check out the video below and keep on reading to find out.

 

What does zero-memorization kb look like

 

Topics: Live Training- Training

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